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Caterham Domiciliary Care Agency Requires improvement

All reports

Inspection report

Date of Inspection: 21 March 2013
Date of Publication: 18 April 2013
Inspection Report published 18 April 2013 PDF | 84.8 KB

People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

We checked that people who use this service

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 21 March 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information sent to us by commissioners of services.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We reviewed all of the information we held about this agency before we did our inspection and this did not raise any concerns in this outcome area.

We spoke with two people using the service and two relatives; we also spoke with four staff and the manager to assess compliance.

Neither of the people we spoke with had made a complaint. One person commented, “I have never had to make a complaint, but I have confidence that the manager would deal with it and sort it out. I am very, very happy with the service.”

The relatives we spoke with told us they had no complaints about the service. One relative said, “The staff are all very nice, I have never been worried. They care for (my relative) so well. If I complained I know they would sort it out, but I don’t need to (my relative) is looked after so well.”

We saw there were policies in place for dealing with both verbal and formal complaints. This indicated that all complaints and comments should be taken seriously and dealt with early, openly, honestly and be resolved wherever possible.

We looked at the records of complaints and saw there was a robust process in place ensuring concerns were fully investigated and facts were established. We saw clear and decisive action was taken to address issues of concern and to make sure people were safe and protected.

The staff we spoke with knew their obligation was to record and report any complaint. They told us they were sure that any concern would be responded to appropriately. The staff all told us the manager was very caring and hands on and they said the agency staff were committed to providing good quality care.